My chip reader is not connecting.

[oneupgames]

I ordered and received a contactless chip reader.  At the beginning it has connected via bluetooth but since then it has been very spotty with its connection.  It goes off and on and several times just doesn't connect.  Yes the app is up to date, the software is up to date and the reader has battery juice.  I read through the troubleshooting and it still is not pairing.  Is there an easy way of getting a replacement?

[Tom]

Welcome to the seller commuinty, @oneupgames, and sorry to hear about the issues you've been encountering!

Thanks for taking the time to troubleshoot. To get started on the replacement process, have a look at Kelly's reply and click the "warranty claim" link: What are the troubleshooting steps for the Contactless and Chip Card Reader?

Hope this gets you in the right direction. Let us know if anything else comes up.

[oneupgames]

Thanks.  I did the hard reboot on the reader and on my Ipad.  One of those two worked. 

[Tom]

Awesome—glad that worked! 🙌

Appreciate you giving it another look. Please let me know if you have any further questions and have a great weekend. 🙂

[Renatopalabasan]

How do you do a hard reboot on the reader

[_Violet]

Hi @Renatopalabasan  - I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉👏 I'm happy to help you with this.

1. Charge your Square Reader for at least 20 minutes.

2. While Square Reader is charging, use your finger or a small object like a hairpin, pen cap, or paper clip to firmly press and hold the button on your reader for 20 seconds.

3. After 20 seconds, release the button and wait 10 seconds. Do not let go of the power button until after the red lights have stopped flashing.

4. Press the button again to turn your reader on and observe any lights on Square Reader.

If Square Reader lights turn on, you’re all set. If the lights don’t turn on, please try again. Make sure to firmly press and hold Square Reader’s button for a full 20 seconds. Do not let go of the power button until after the red lights have stopped flashing.

If you’re still having trouble after you’ve tried these troubleshooting steps, please contact our Support Team.